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SAIC Deskside Engineer - Senior in CAMBRIDGE, Massachusetts

Description

SAIC is seeking a Deskside support Engineer with a minimum of 4 years of experience providing desk side support, acting as senior engineer specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.

Providing Tier 2 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills. Need to be able to work independently and as part of a team.

Skills should include:

  • hardware and software diagnostics, mobile device deployment, recovery and troubleshooting. Perform IMAC procedures and lifecycle refresh activities.

  • Familiarity with ServiceNow a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs.

  • Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed.

  • Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration and domain administration.

  • Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.

  • Troubleshoots complex issues.

  • Updates status of queued service requests with the IT service management system.

  • Certifications desirable but not required include A+, Net+, Secure+, ITIL V4.

  • Must be reliable and have independent transportation.

Top Qualifications, Skills, Experience or Certifications:

  • Deployment of customer hardware and software

  • Troubleshooting IT issues

  • Problem Resolution IT support to end users

Job Role Specific Requirements:

  • The support will range from simple to complex system issues and may include VIP support requirements.

  • The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment.

  • Must have strong customer service skills and be able to multitask between hardware and software solutions.

  • We are looking for exceptional organization skills, scheduling, and the ability to document processes.

  • Strong skills with imaging machines and troubleshooting during the image process are a plus.

  • Customer service and communication skills

  • Remote and Deskside Experience troubleshooting hardware and software issues

  • Troubleshooting Microsoft Windows

  • Installation and configuration of new machines in a Windows environment.

  • Smart cards / PIV cards (general knowledge)

  • Experience with Office 365, VPN, Active Directory, Thin Client

  • Provide Remote Tool Support

  • Conference Room / VTC Setups

  • HDI Desktop Tech

Qualifications

Experience:

  • Must have a minimum of 4 years of experience providing desk side support, acting as specializing in troubleshooting complex and advanced end-user issues with hardware and software.

  • Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking.

  • Must possess a High School Diploma. Degree may be substituted with 6 additional years of related experience.

  • HDI Technical Support Professional required within six (6) months of employment.

Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and

the ability to obtain a public trust

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site. REQNUMBER: 2402224

SAIC is a premier technology integrator, solving our nation’s most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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